Frequently Asked Questions

Q1. Who is Pictures Plus?

A. Pictures Plus is a locally owned and operated company with 5 locations in Hawaii, that specializes in customizable products, including custom frames and prints. Our goal is to provide easy and affordable custom print solutions for the modern digital age.

Q2. Why print with us?

A. When you print with us, you're supporting a local business in Hawaii, made up of over 100 dedicated employees who care about our customers and the artists we work with. Every print is cut, pressed and framed by us. We've implemented strict quality control checks throughout the manufacturing process to ensure you're getting the best possible end product. It's backed by our Pictures Plus guarantee-love it or we'll make it right! Over the years, our customers have come to expect the very best from us, and we're committed to delivering on that promise every single time.

Q3. What sizes do you offer?

A. Metal prints start at 4" x 6" and can be printed in any custom size up to 60" x 35". Canvas prints start at 8" x 10" and can be printed in any custom size up to 54" x 120" (Please contact us to order canvas prints larger than what the website will allow). The printed products in our "Gifts" category are available in standard sizes only.

Q4. What if I don't see the size I want?

A. Don't worry! We offer custom sizes! If you don't see the size option you want, scroll down and check the "Custom Size" box. The dropbox will automatically calcualte width and height in one inch increments, up to the largest size that your image resolution can support. If you are not able to select from standard sizes, it is most likely because your image is insufficent resolution to print at that size.

Q5. Where will my order be produced?

A. We cut, process, print, mount and frame every order at our manufacturing facility in Kapolei, Hawaii. Watch this video to see our print shop in action!

Q6. When will my order be ready?

A. Print orders are completed within 7 days from date of purchase, barring any production issues (which we would notify you of). Orders with a frame are completed within 7 days, with the exception of Quick Custom Frame orders, which are completed within 3 days. For large orders (25+ pieces), please allow 2-3 weeks, depending on our production schedule. Your Design Consultant can assist with determining the lead time for large orders at the time that you place the order.

Actual delivery time is based on shipping method:

In-store Pick-Up: Orders will be ready for pick-up within 7 days of purchase at Oahu store locations, and by appointment only on Maui. You will receive an email notification when your order is available to be picked up at your designated pick-up location. Orders Shipped to Your Door: Please allow 7 days for production, plus an additional 5-7 business days for shipping and handling. You will receive an email notification when your order has shipped.

For rush order requests, contact one of our store locations or email us at Additional charges apply for rush orders.

Orders may also be picked up from our Customer Service department at the Kapolei warehouse, located at 91-275 Hanua Street, Kapolei, HI 96707. Customer Service pick up hours are Monday - Friday from 9 AM - 3 PM.

Q7. What payment options do you accept?

A. For web payments, we accept all major credit cards, including Visa, Mastercard, American Express and Discover.

Q8. Can I cancel my order?

A. Due to the nature of print orders, which are all custom made upon order, an order cannot be cancelled once it has been placed. If you have a question or are unsure, please contact us prior to placing your order at

Q9. Can I frame my print?

A. Yes. When placing your order, you can add a frame in the "Styles" tab by selecting the frame icon. Click "Continue" to be directed to the "Frames" tab, where you can choose your desired frame style. You can also check out the "Wall Preview" feature to see how your print will look in any room setting!

Note: When framing a canvas print, it will be dry mounted onto foam core backing first. If you would like to have your canvas print stretched instead of dry mounted prior to framing, please contact our Web Sales Department by phone at 1.866.386.1933 or 808.673.4721. Additional charges apply.

Q10. Does the image on your site accurately represent what I will receive?

A. We strive for accuracy in all printed images. However, there may be color variations due to differences in computer monitors. Our wood veneer frames also vary from piece to piece due to inherent differences in wood grain. This is considered a natural characteristic of wood and is not considered a product defect.

Please note: Due to the nature of metal print products, minor surface imperfections such as bubbles or bumps may appear on the surface of the print. We will make every effort to place the image so any imperfections are as inconspicuous as possible. Minor imperfections in the product's surface are considered industry-standard and may not warrant a replacement.

Q11. Where do you ship to?

A. We ship to all 50 states. For international shipping requests, please contact our Web Sales department by phone at 1.808.673.4721 Monday thru Friday, 9 AM - 3 PM HST. We're sorry, but we are not able to ship to APO / FPO addresses due to restrictions set by our shipping carrier.

Q12. What are your shipping methods and costs?

A. We offer in-store pick-up at no cost at any of our four locations statewide. In addition, custom prints are available for shipping to all 50 states via USPS or FedEx. Shipping prices are calculated at time of checkout. When purchasing multiple prints, the cost is lowest when they are ordered at the same time.

Q13. Do you offer delivery service?

A. Yes, we offer curbside delivery services on Oahu. The cost is $50, or free delivery for orders of $500+ Please select "Delivery - Oahu Only" at checkout and we will contact you to schedule a delivery date.

Q14. How long does it take for orders to be produced and shipped?

A. Production time is 7 days, plus shipping and transit times, which vary by location. You will receive a ship notification via email once your order ships.

Q15. What file formats do you accept?

A. The following image formats are accepted: JPG, TIFF, PDF, PNG, GIF, BMP, ICO, SVG, EPS, PSD, WebP. Any image with layers, such as PSD, must be flattened before uploading.

Q16. What image resolution should my image be?

A. Image files can vary greatly depending on a number of factors. Image quality should be assessed based on the pixels rather than the file size or format. Generally, any image with pixel dimensions in the thousands should be sufficient to print, while images with pixel dimesions in the hundreds will have poor print quality. To confirm pixel dimensions, right click the image file, select "Properties," and view pixel dimensions in the "Details" tab. If you're unsure whether your image will be adequate for printing, upload it to the image uploader on our website. Any size that will not print sufficiently will be automaically removed from your selection options.

Q17. Should I print on canvas or metal?

A. Canvas is a great medium for printing large sizes. Given its texture, it has a high tolerance for imperfections and is typically viewed from further away than a photo, which allows for stunning prints to be produced from moderately sized files.

Metal prints produce glossy images with rich colors and incredible sharpness. As a result, metal prints require image files that are larger in relation to printed output than that of canvas.

We use Chromaluxe aluminum, proudly produced in the USA and tested to last longer than all other competing products currently on the market.

Have additional questions? We're here to help! Contact Us